Complaints Investigator

MMP Consultancy are recruiting a Senior Complaints Manager on a Temporary basis in South East London.

Purpose Of Job:

• Ensure that Complaints are responded to across all the Repairs and Investment Services in accordance with the corporate policy and targets.
• Provide advice, guidance to staff, supervisors and senior management in R&I to ensure appropriate resolution and remedy of complaints and Members Enquiries, FOIs and other correspondence
• Support the preparation of complaints, review service responses and where necessary, support in the investigation of complex complaints, critically analysing evidence, including legislation, government guidance, departmental policies/procedures in order that appropriate resolution and remedy is achieved.

Key Responsibilities:

• To move the service from one that focuses on managing complaints processes, to one that provides more holistic customer services and positive outcomes for residents.
• Ensure that quality is embedded across the repairs and Investment Service in responding to residents and key stakeholders, working with all teams to deliver excellent customer services.
• Support Customer Experience manager with gathering information for, and responding to, complaints, members enquiries, MP enquiries and correspondence
• Identify opportunities to learn from complaints and feedback learning through SMT
• Support the training of staff, supervisors and SMT managers in complaint handling
• Work alongside the Customer Experience Manager and IT to ensure that CRM workflows reflect the relevant policy and procedure, and lead on any changes needed to improve the service.

MMP Consultancy are working with a fantastic organisation to recruit Complaints Investigator to join them on a Temporary Basis in Essex.

Responsibilities:

• Conduct detailed investigations into resident complaints, ensuring all relevant information is gathered and analysed to provide fair resolutions.
• Work closely with internal teams and external contractors to gather evidence and resolve complaints.
• Ensure compliance with the Housing Ombudsman Complaint Handling Code and other regulatory requirements in all complaint-handling activities.
• Document all complaint-related interactions in the CRM system, ensuring transparency and accurate record-keeping.
• Provide feedback to management and other teams on recurring issues to drive service improvement and reduce complaint volumes.

Ideal Candidate:

• Proven experience in a similar role within a contact centre or customer service environment. Experience in a social housing or similar public sector service environment

• Excellent communication skills, both verbal and written, across telephone and digital platforms.
• Organisational and time management skills, with the ability to deliver against SLAs.
• Proficient in CRM systems, contact centre software (Genesys), and digital communication tools.
• Demonstrable experience of working in a complaint setting.
• Excellent knowledge of the Housing Ombudsman

MMP Consultancy are looking to recruit a Scheduler to join an excellent contractor in East London on a Permanent basis.

Responsibilities

• Providing customer service to residents and customers.
• Arranging appointments for residents with Trades people in a cost effective and organised manner.
• Dealing with queries from residents, changing appointments.
• Rescheduling appointments using our planning tools.
• Logging current jobs onto our job management system/database.
• Working with Supervisors and trades people to organise and schedule work.

Requirements:

• Experience working in a call centre environment
• Ability to multi-task and meet deadlines and targets
• Excellent communication skills and attention to detail

MMP Consultancy are looking to recruit a Resident Liaison Officer to join an excellent organisation in East London on a Permanent basis.

Responsibilities

• Attend Resident Surgeries and assist vulnerable people reporting repairs, keep residents and scheme managers up to date on progress
• Organise consultation events and attend meetings as required
• Identify vulnerabilities relating to individual residents and liaise with client's housing officers or support services where necessary. Work with our Performance Team to ensure and identified vulnerabilities are accurately recorded within the organisations systems.
• Investigate, register all complaints and report in accordance with company and client procedures. Ensure all MP, Councillor enquiries and complaints are investigated and resolved efficiently and within target and advising residents and clients of their outcomes

Requirements:

• Experience of working with vulnerable residents and adapting style to meet the specific needs of individuals
• Experience of working within a customer services environment is essential
• Full Clean Driving license
• Flexibility regarding travel and working at various sites, and attendance at evening meetings

If this opportunity interests you we would love to hear from you, what are you waiting for!

Benefits

• Annual holiday 22 days; increase after 1 years' service to a maximum of 5 days
• Long service awards; continuous service at key achievements are rewarded
• Perkbox; from free coffees and cinema tickets to trips away and much more
• Volunteer day; paid yearly volunteer days for a worthy cause

MMP Consultancy is looking for a DLO Lead for a client in South London. Interim opportunity paying between £450 - £500 per day (Depending on experience). - Inside IR35.

About the role

Title: DLO Lead
Rate: £450 - £500 per day (Inside IR35) neg.
Client: South London
Contract: Rolling contract
Hybrid: Office Preference (Flexibility with time)

Duties:

• Deliver operational productivity of Direct Labour within the Local Authority.
• Utilise data to identify deficiencies in quality and commercial performance within service delivery.
• Upskill permanent and direct staff to reduce reliance on subcontractors.
• Identify cost efficiencies and savings in the delivery of works, including the supply chain and equipment.
• Collaborate with the Assistant Director of Repairs on strategy and operational performance.
• Identify service deficiencies and implement improvements to enhance customer satisfaction where possible.

Job Title: Mechanical and Electrical Manager
Salary: £50,000
Location: East London (Hybrid)

MMP Consultancy is currently looking for a new Mechanical and Electrical Manager to join their team, this would be a permanent opportunity paying £50,000 Benefits

Job purpose
This key role will help ensure the Group continues to meet its obligations for mechanical and electrical standards as part of its building safety obligations and keep residents safe.

Reporting to the Planned and Cyclical Programme Manager, develop and deliver mechanical and electrical works programmes as part of the Group 5 Year Investment Plan.

To manage procurement, contract management and delivery of all mechanical and electrical programmes as required, either through direct management of contractors or through specialist consultants

As part of delivery of works, ensure all building safety compliance, statutory and regulatory obligations are picked up and addressed.
Mechanical and Electrical Manager
Planned and Cyclical Programme Manager

To ensure the Group's asset management and compliance databases in relation to mechanical and electrical programmes are maintained and ad hoc property surveys are undertaken and recorded.

To manage all mechanical and electrical servicing and inspection programmes and follow-up works, ensuring effective contract management and administration, quality assurance of both works and certification including a sample check and post-inspection programme.

To manage all mechanical and electrical contractors and contracts ensuring best practice in contract management and a clear procurement strategy in place going forward.

To provide advice and assistance to the Head of Property and or Property Managers on mechanical and electrical matters as may arise from cyclical or responsive maintenance works.

To work as part of the Property and Places Team to ensure the service provides a high-quality property management service that meets all statutory and regulatory obligations and achieves high levels of resident satisfaction.

To prepare reports, programme and cash-flow forecasts for internal meetings, and work with the Planned and Cyclical Manager to support the preparation of reports for Board Committees and Board commensurate with the duties and responsibilities of the role.

To be an ambassador for The Group and demonstrate the values of the organisation both internally and to external stakeholders.

Staff Management
None

Work as part of the Planned and Cyclical Team to help set and manage budgets for the planned and cyclical programmes whilst at all times ensuring value for money for the Group.

Prepare, maintain and present any regular financial reporting e.g. programme trackers to management team meetings as required.
General - Line Managers

Staff benefits:
We offer a range of staff benefits as part of our employment package:
*25 days holiday entitlement pa plus public holidays
*Contributory pension scheme through Scottish Widows
*Free membership and use of our gyms and wellness facilities
*Casual car allowance for certain posts where applicable
*Wellbeing initiatives for staff
*Health Cash Plan (being finalised)
*Professional development and training opportunities